Our decisions are published as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020, and are published 3 months after the final decision date. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
The complaint is about the landlord’s: Response to the resident's queries regarding the reasonableness of service charges paid. Response to the resident’s concerns about internal fire compartmentation in the building. Handling of the resident’s concerns about the delays to cladding remediation works. This investigation also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for assistance with his rehousing needs. The Ombudsman investigated the landlord’s:
The complaint is about: The landlord’s handling of bathroom works and subsequent complaint. The landlord’s handling of a bathroom door replacement.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damaged belongings. Concerns regarding her and her family’s health and wellbeing. Complaint about the level of compensation.
The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s: Handling of the mutual exchange. Response to the resident's reports of repairs following the mutual exchange. Complaints handling.
The complaint is about the landlord’s: Handling of allegations of anti-social behaviour (ASB) about the resident. Handling of the resident’s reports of harassment. Complaint handling.
REPORT COMPLAINT 202115852 Home Group Limited 15 May 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
This complaint is about the landlord’s handling of: The resident’s reports of neighbours incorrectly disposing of waste. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The resident’s reports of anti social behaviour (ASB). Allegations of ASB made against the resident. The investigation into an alleged incident between the resident and a member of its staff. The resident’s reports of a mice infestation. The Ombudsman has also considered the landlord’s complaint handling.